PATIENT REPRESENTATIVE GROUP REPORT – MARCH 2014 PATIENT REPRESENTATIVE

patient representative group report – march 2014 patient representative group ============================ what is the patient

PATIENT REPRESENTATIVE GROUP REPORT – MARCH 2014
PATIENT REPRESENTATIVE GROUP
============================
WHAT IS THE PATIENT REPRESENTATIVE GROUP (PRG)?
===============================================
Brief history of the group – when it was formed, what is its purpose
The patient representative group at Aston Pride Community Health
Centre has been running on regular basis (usually quarterly) since
2008. It was set up to understand the views of patients on the
services that the Practice offered. The group reviews everything from
access to the services, to local health needs, to the effect of the
changes in the NHS on the practice. It is an open membership group
that encourages involvement and attendance from all areas of the
practice community. We hold a register of patient group members’
names, phone numbers and email addresses.
PRG AND PRACTICE PROFILE
========================
Give a description of the profile and then show a breakdown of it.
Details for your practice population profile should be available
through your practice system. Please note if ethnicity totals do not
add up to 100% then please show the remaining % in the ‘not stated’
box
Demonstrating how a Patient Reference Group is Representative
Practice Population Profile
PRG Profile (19 patients)
Difference
Age
Under 16 33.5%
Under 16 0%
-33.5%
17-24 13.0%
17-24 0%
-13.0%
25-34 22.3%
25-34 11%
-11.3%
35-44 13.7%
35-44 26%
-12.3%
45-54 7.3%
45-54 21%
+13.7%
55-64 4.4%
55-64 21%
+16.6%
65-74 2.1%
65-74 16%
+13.9%
75-84 1.6%
75-84 5%
+3.4%
85 and Over 0.4%
85 and Over 0%
-0.4%
Ethnicity
White
White
British Group 2.7%
British Group 32%
+29.3%
Irish 0.2%
Irish 0%
-0.2%
Mixed
Mixed
White & Black Caribbean 0.3%
White & Black Caribbean 0%
-0.3%
White & Black African 0.2%
White & Black African 0%
-0.2%
White & Asian 0.1%
White & Asian 0%
-0.1%
Asian or Asian British
Asian or Asian British
Indian 5.4%
Indian 32%
+26.6%
Pakistani 24.0%
Pakistani 26%
+2%
Bangladeshi 21.1%
Bangladeshi 11%
+10.1%
Black or Black British
Black or Black British
Caribbean 3.2%
Caribbean 0%
-3.2%
African 8.4%
African 0%
-8.4%
Chinese or other ethnic group
Chinese or other ethnic group
Chinese 0.4%
Chinese 0%
-0.4%
& any other 0.5%
& any other 0%
-0.5%
Not Stated 27.0%
Not Stated 0%
-27.0%
Gender
% Male 51.6%
% Male 47%
-4.6%
% Female 48.4%
% Female 53%
+4.6%
STEPS TO ENSURE GROUP WAS REPRESENTATIVE/REASONS FOR DIFFERENCE IN
GROUP AND PRACTICE PROFILE
==================================================================
All previous attendees to PRG meetings are automatically invited in
writing and by phone to attend the PRG meetings. In addition to this
an internal memo was sent to all GPs and Nurses informing them for the
date of the PRG, inviting them to attend and encouraging them to
mention to patients they were consulting with. Reception staff were
also encouraged to invite new patients and show them the posters
advertising the upcoming PRG meeting. All staff were informed to try
to encourage a broad selection of patients with gender, race,
disability, mental illness not being a barrier. Clearly there are
always some sections of patients that would not be able to attend a
PRG group meeting (eg house bound patients or terminally ill
patients).
Overall the Practice made a genuine effort to advertise in the surgery
by poster and face to face contacts. Despite these efforts there is
some variation between the Practice Profile and the PRG profile.
Gender is appropriately represented. More representation is needed in
the black ethnic group and in the younger age group (particularly
under 25s)
No new patients joined the group this year and no patients left the
group.
PRG FREQUENCY
=============
How often do you hold the meetings? Dates as evidence would be really
useful
15 April 2013
*
Health promotion in local Mosques and Churches
*
NHS 111 Service
*
Practice Photoboard
*
Practice leaflet types needed
*
Practice website (www.raydocs.co.uk)
4 June 2013
*
Review and progress of action plan
*
Demand and Access Training – feedback
*
GP Triage to be trialled
*
Draft Patient survey discussed
1 October 2013
*
Patient chair formally appointed
*
Review and progress of action plan
*
New Practice telephone number
*
Reception to ring patients for appointment reminders
*
Health Promotion screens installed at practice
*
Travel & flu clinics
20 January 2014
*
Results of patient surveys discussed
*
Plan of Action made for 2014/15
*
Patient education
*
Test results
*
Saturday GP FLEX Scheme
PRG MEMBERSHIP
==============
Chair – Waseem Ulfat (patient)
Vice Chair – Kasim Choudhary (Performance Manager) / Nighat Rashid
(Reception Manager)
Practice staff always invited
19 patients currently form the membership (patient names withheld for
confidentiality)
PATIENT SURVEY
==============
AREAS OF PRIORITY & HOW THEY WERE DECIDED
=========================================
How did you decide which questions to include in the survey?
In the PRG meeting on the 4 June 2013 we looked at a sample
questionnaire from the In Time Data Company. The wording of some of
the questions was changed to be made more understandable to the lay
patient. Other than that it was decided that the questionnaire was
suitable and no patient member felt any additional questions should be
added. The patient group was satisfied that there were questions
regarding appointment availability and time spent waiting beyond
appointment time and manner of dealing with patients which were a
couple of the priorities that were in the Action Plan agreed from last
year.
SURVEY PROCESS
==============
How did you carry out the survey? Describe the process
The survey was carried out from October to December 2013. Each
GP/Nurse Practitioner was instructed to obtain 50 completed surveys by
distributing it to the patients they saw. For non-English reading
patients there was a receptionist available to interpret. The
questionnaires were sent off to the In-Time Data Company to provide an
analysis and written report of the Results.
RESULTS
=======
Survey Carried out from 1 October to 31 Dec 2013
130 patients surveyed = 2% of the whole list
Doctor & Advanced Nurse Practitioner
Aston
National avg
How good was your GP at Putting you at ease?
89
How good was your GP at Being polite and considerate?
85
How good was your GP at Listening to you?
87
94
How good was your GP at Giving you enough time?
88
92
How good was your GP at Assessing your medical condition?
86
How good was your GP at Explaining your condition and treatment?
85
How good was your GP at Involving you in decisions about your care?
83
91
How good was your GP at Providing or arranging treatment for you?
83
Did you have confidence that the GP is honest and trustworthy?
98
Did you have confidence that the doctor will keep your information
confidential?
99
Would you be completely happy to see this GP again?
98
Receptionists & Appointments
Aston
National avg
How helpful do you find the receptionists at your GP practice?
92
89
How easy is it to get through to someone at your GP practice on the
phone?
64
69
How easy is it to speak to your doctor or nurse on the phone at your
GP practice?
68
70
If you need to see a GP urgently, can you normally get seen the same
day?
61
How easy is it to book ahead in your practice?
78
How do you rate how quickly you were seen by any doctor?
77
How do you rate how long you waited?
69
68
Is your GP practice currently open at times that are convenient to
you?
82
How often do you see or speak to the GP you prefer?
43
Practice Nurse
Aston
National avg
How good was the Nurse you last saw at: Putting you at ease?
90
How good was the Nurse you last saw at: Giving you enough time?
87
89
How good was the Nurse you last saw at: Listening to you?
89
90
How good was the Nurse you last saw at: Explaining your condition and
treatment?
90
How good was the Nurse you last saw at: Involving you in decisions
about your care?
88
88
How good was the Nurse you last saw at: Providing or arranging
treatment for you?
87
Would you be completely happy to see this nurse again?
94
Overall Practice
Aston
National avg
Overall how well does the practice help you to: Understand your health
problems?
88
93
Overall how well does the practice help you to: Cope with your health
problems?
82
92
Overall how well does the practice help you to: Keep yourself healthy?
83
89
Overall, how would you describe your experience of your GP surgery?
81
Would you recommend your GP surgery to someone who has just moved to
area?
90
DISCUSSION ABOUT RESULTS
========================
*
The PRG met on 23 January 2014 to discuss the results of the
recent surveys. The PPG were generally pleased with the high
scores in most areas. How the patients felt about the GPs, Nurses,
Receptionists and the Practice in general were all very positive.
It was pleasing that 90% of patients polled would recommend the
Practice to someone new joining the area.
*
The survey identified that patients found that they found it hard
to see the GP they prefer. It was explained that we are down by
one GP and that we are currently recruiting and utilising locums
in the mean time. Normally patients can book ahead to see GP of
their choice.
*
The PRG felt that the following were some areas where the practice
could try to make improvements:
*
Improve access via telephone
*
Help patients understand their problems
*
Help patients cope with their health problems
*
Help patients keep themselves healthy
*
The PRG agreed that patients need to be trained / educated on
what is meant by an emergency urgent appointment. The Practice
will see whether any external company stocks leaflets. If not
Waseem Ulfat and Nighat Rashid will work together to make
leaflets. The Practice will try to promote the Minor Ailment
Scheme – so that patients can go to the Chemist for treatment
for minor ailments.
*
The Practice agreed to consider whether a feature for leaving
a voice message can be left on the phone – only for use for
patients to cancel an appointment.
*
The Practice agreed that receptionists will ring patients in
advance to check if they still need their appointments and cancel
those that don’t. For those who don’t want to cancel they will ask
if the appointment is for a repeat prescription, sick note, test
result or a medical report/form. If yes to any of these they can
advise on an alternative procedure. The Practice will then see if
this reduces the number of patients who did not attend and also
the number of emergency walk-in patients.
*
The Practice agreed that patients who do not attend GP
appointments without cancelling will get warning letter signed by
a GP.
ACTION PLAN
===========
The following Action Plan for 2014/15 was agreed with Patients at the
PRG meeting of 23 January 2014:
Action
Task
Timeline
1)
Improve patient education for self help for minor medical problems
*
Practice to produce newsletters, leaflets to encourage use of self
help and chemists minor ailments scheme
*
Use of Envisage TV screens in waiting room to give such advice
To organise by June 2014
2)
Improve telephone access
*
Look at peak traffic times for phones.
*
Get data from phone company on how quickly calls are answered on
average and how many calls get dropped
*
Consider getting dedicated line for patients to cancel
appointments or a feature to leave a message
To make enquiries from April 2014 onwards
3)
Improve appointment availability
*
Appointments not to be automatically booked for patients with
abnormal results. Instead GP will ring patient.
*
Have a robust policy in place to deal with DNA patients including
warnings.
*
Admin to ring patients in advance to remind them of their
appointments
Crucial for the above is to get up to date phone numbers for all
patients.
To organise by June 2014
ACCESS
======
OPENING HOURS
=============
List your opening hours
Monday to Fridays
8:00am to 6:30pm
EXTENDED HOURS
==============
List your extended hours. Useful to put if they require a different
booking system or are specialised clinics
None at present
ACCESS TO SERVICES
==================
Telephone number: 0121 411 0352
Address: Aston Pride Community Health Centre, Aston, Birmingham, B6
5HA
Accessing services: Patients phone the surgery to book appointments.
Advanced bookings for preferred doctor are available. Emergency
patients are seen on the same day for those patients who state that
it’s an emergency. Out of hours cover available through Badger.
Further details on website:
http://www.raydocs.co.uk
PUBLICATION OF THE REPORT
=========================
This report and the results to the Practice Questionnaire are
available on the practice website: http://www.raydocs.co.uk
Hard copies are available at the surgery and should be requested from
the Practice Performance Manager (Kasim Choudhary).